GreatPrinterdeals.com

Complaint: [redacted] I am rejecting this response because: I do not want to open a support ticket Why hasn't anyone from your company called us? What are you trying to run away from? My order number is [redacted] You are avoiding the issue here by telling me to go on your website and open a ticket We simply want a refund for the printer and would be happy to return it to you Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ We are sorry that you were having trouble getting the machine on your network and believed this to be an issue with the machineOnce I was notified of this issue we did attempt to offer supportWhen you did not wish to proceed we offered to accept the return as you requested and informed you that you would need to follow the RMA procedure to get that taken care ofYou did state that you would be shipping that with or without and I had the form sent to youWhen notified the package was delivered I checked with our staff to see if any returns had been received without RMA numbersI was informed that nothing had been returned or refused I then offered to contact [redacted] to see where the package had been delivered and sent you the RMA form again so that we could make sure everything was properly marked when received I understand that you then received the item back at your location as it was refused As I had stated to you via email several times, we do require an RMA for all returns to make sure everything is properly processedWe have a 30,sq ft facility and without an RMA number we cannot make sure that items are properly processed when received On 7/14/your RMA number was issued for your returnThat number is valid for daysOnce the item is returned using the instructions we provided your refund will be processed less your restocking fee Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Customer states above that "you were having trouble getting the machine on your network." While true, this was the second issue with this machineThe first issue, a mechanical issue related to a roller was fixed by myselfWe stated to the supplier that we were not going to attempt to fix any more issues with the printerSupplier stated that no RMA would be forthcoming without me, the customer, working with their technician to resolve the problemWe stated to the supplier that *our [redacted] technician, who had previously installed over printers at our location concluded that the part of the printer associated with the network was faulty and strongly recommended that we send the printer back to the supplier With regard to us returning the printer, we waited for over a week for the RMA to be sentWhereupon, we informed the supplier that we would be sending the printer back at that timeSubsequent to this communication, the RMA was not sent until the printer had arrived at the supplierAccorging to FEDERAL EXPRESS tracking information, the printer had been initially received by someone identified at the supplier's location, and was then subsequently refused Supplier stated in an email dated 7/1/2015: "We are simply trying to save you from shipping a machine back to us that has no issuesWe do require troubleshooting prior to returns because these issues are normally easily resolved when they arise If you wish to simply proceed with the return I can have an RMA form sent noting that you are unwilling to troubleshootIf the machine is found to have no issues then a restocking fee would apply If the machine is sent prior to having an RMA number then unfortunately that would be refused at our dock Please let me know if you would like to proceed with the RMA form noted as stated above and I can have that sent for you to sign and return" This was inresponse to the following from me, the customer: "***, Although the pages I sent did not show any configuration, the fact is that the configuration shows fine in the window (ip address, subnet mask, default gateways, host name, etc.) We spent hours at $per hour having our network contractor determine that the jet direct card internal to the printer was not seeing the network, and the network was not seeing the NIC cardFor comparison, we placed an identical printer in place, configured the jet direct card in an identical manner, and had no problem running the test printer flawlessly after Please acknowledge that this printer was DOA, with multiple problems, both mechanical and electronic, and issue the RMA today." In spite of this request, the RMA was issued days after we confirmed with the customer that we were sending the printer back, and more than weeks after multiple explanations over the phone that the printer was in fact going to be returned, and to be forthcoming with the RMA Printer was in fact returned by the supplier and substantially damaged in return transit

The original issue that was described was driver related which we offered to assist withIf you want to return the unit for repair or replacement we can do soAs there is no other request I am not sure as to what you are seekingWe have been in business for over years and sell thousands of machines a monthI apologize if something went wrong with the machine you receivedWe stand behind our products and would love to get this resolved for youIf there is a defect on the prints simply send us a sample and we will be able to identify the issue and find a resolutionSincerely, Josh ***

Complaint: ***
I am rejecting this response because: I had the printer worked onIt now prints, with the black streaks, the noise level is still deafing I still feel I received a printer before it was ever refurbished or checked over.This is not my idea of a good purchase or honest product marketingIt really doesn't matter how long you have been in business, it matters how you treat you clientsI know I'm in sales also!None of your excuses or remedies for this problem are acceptable No other communication is necessary for this type of business procedure, as I will not be buying anything from your company, again
Sincerely,
Denise Snow ***

I am very sorry if you are unhappy with the product. We do need some basic information on what the issue is that you are having with that. I do not see any contact regarding your order prior to this. We are happy to help get any issue resolved but would first need a basic description of the issue.

Denise, Your original inquiry was regarding a print spooling issue. The technician correctly explained that the issue is driver related. We can help clear that for you though, that is not a problem.  I apologize we were not aware of smudging issues that you are having. If you could please send...

me a sample of this print defect I would be happy to help get that resolved. We always do what we can to prevent you from having to ship that back to us for repair. If that is necessary that is certainly an option though.  I will look for that print sample and once received will let you know how we can get that corrected.  Sincerely,  Josh Brown

Initial Business Response /* (1000, 5, 2015/07/27) */
We are sorry that you were having trouble getting the machine on your network and believed this to be an issue with the machine. Once I was notified of this issue we did attempt to offer support. When you did not wish to proceed we offered to...

accept the return as you requested and informed you that you would need to follow the RMA procedure to get that taken care of. You did state that you would be shipping that with or without and I had the form sent to you. When notified the package was delivered I checked with our staff to see if any returns had been received without RMA numbers. I was informed that nothing had been returned or refused.
I then offered to contact [redacted] to see where the package had been delivered and sent you the RMA form again so that we could make sure everything was properly marked when received.
I understand that you then received the item back at your location as it was refused.
As I had stated to you via email several times, we do require an RMA for all returns to make sure everything is properly processed. We have a 30,000 sq ft facility and without an RMA number we cannot make sure that items are properly processed when received.
On 7/14/15 your RMA number was issued for your return. That number is valid for 14 days. Once the item is returned using the instructions we provided your refund will be processed less your restocking fee.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Customer states above that "you were having trouble getting the machine on your network." While true, this was the second issue with this machine. The first issue, a mechanical issue related to a roller was fixed by myself. We stated to the supplier that we were not going to attempt to fix any more issues with the printer. Supplier stated that no RMA would be forthcoming without me, the customer, working with their technician to resolve the problem. We stated to the supplier that *our* technician, who had previously installed over 10 printers at our location concluded that the part of the printer associated with the network was faulty and strongly recommended that we send the printer back to the supplier.
With regard to us returning the printer, we waited for over a week for the RMA to be sent. Whereupon, we informed the supplier that we would be sending the printer back at that time. Subsequent to this communication, the RMA was not sent until the printer had arrived at the supplier. Accorging to FEDERAL EXPRESS tracking information, the printer had been initially received by someone identified at the supplier's location, and was then subsequently refused.
Supplier stated in an email dated 7/1/2015:
"We are simply trying to save you from shipping a machine back to us that has no issues. We do require troubleshooting prior to returns because these issues are normally easily resolved when they arise.
If you wish to simply proceed with the return I can have an RMA form sent noting that you are unwilling to troubleshoot. If the machine is found to have no issues then a restocking fee would apply.
If the machine is sent prior to having an RMA number then unfortunately that would be refused at our dock.
Please let me know if you would like to proceed with the RMA form noted as stated above and I can have that sent for you to sign and return"
This was inresponse to the following from me, the customer:
"[redacted],
Although the pages I sent did not show any configuration, the fact is that the configuration shows fine in the window (ip address, subnet mask, default gateways, host name, etc.) We spent 3 hours at $110 per hour having our network contractor determine that the jet direct card internal to the printer was not seeing the network, and the network was not seeing the NIC card. For comparison, we placed an identical printer in place, configured the jet direct card in an identical manner, and had no problem running the test printer flawlessly after.
Please acknowledge that this printer was DOA, with multiple problems, both mechanical and electronic, and issue the RMA today."
In spite of this request, the RMA was issued 8 days after we confirmed with the customer that we were sending the printer back, and more than 2 weeks after multiple explanations over the phone that the printer was in fact going to be returned, and to be forthcoming with the RMA.
Printer was in fact returned by the supplier and substantially damaged in return transit.

The original issue that was described was driver related which we offered to assist with. If you want to return the unit for repair or replacement we can do so. As there is no other request I am not sure as to what you are seeking. We have been in business for over 30 years and sell thousands of machines a month. I apologize if something went wrong with the machine you received. We stand behind our products and would love to get this resolved for you. If there is a defect on the prints simply send us a sample and we will be able to identify the issue and find a resolution. Sincerely, Josh [redacted]

We are very sorry to hear that you are having trouble with your printer. For a support ticket we do require a form to be submitted online which is right on our website. I would be happy to get this opened for you. If you could please provide a valid order number and a description of the issue...

that you are having I am certain that we can help get this resolved for you!

Complaint: [redacted]
I am rejecting this response because: I do not want to open a support ticket.  Why hasn't anyone from your company called us?  What are you trying to run away from?  My order number is [redacted].  You are avoiding the issue here by telling me to go on your website and open a ticket.  We simply want a refund for the printer and would be happy to return it to you.  
Sincerely,
[redacted]